When it comes to healthcare, providing quality healthcare services to patients is the number one goal. However, the effectiveness in achieving this goal is at times hampered through less-than-ideal patient-facing communication. Aside from your own communication with patients, which you work hard to excel at, consider the following opportunities in providing quality communications with patients. […]
Read MoreThe typical way of handling customer service issues at call centers is to let low-level employees attempt to address all concerns. For the items they can’t handle, they pass callers on to someone with a bit more experience. Eventually you might get to talk to a supervisor, and if they can’t resolve it then you […]
Read MoreAny answering service can claim to offer quality service. But not all can follow through by providing it. One smart way to differentiate one call center from another is by looking at how much experience they have. When it comes to a medical call center, experience matters even more. A Long History of Accomplishment To […]
Read MoreWhen you call someplace how long are you willing to hold before you grow irritated? Close your eyes, and slowly count to thirty. That’s about thirty seconds, which is equivalent to five rings. This is also the typical length of a television commercial. Most people are willing to wait that long. Now, how long do […]
Read MoreIf you were to learn how much, or how little, some answering services spend on training their operators, the results would shock you. It’s quite a span, ranging from a few hours to several weeks. Some answering services view training as a costly, but necessary expense. They seek to control it, minimize it, and get […]
Read MoreHIPAA, the Health Insurance Portability and Accountability Act, is now over twenty years old. Two decades ago, leading healthcare call centers studied the then-new and off-times confusing HIPAA regulations. To them HIPAA compliance matters, both then and today. These advance healthcare call centers learned how HIPAA applied to them as a business associate (BA) of […]
Read MoreWhat do you look for in a medical answering service? What are the things that matter most to you and your practice? Many medical practitioners struggle to answer these questions. Instead, they default to something they can quantify, something they understand: money. As a result, they shop for an answering service based on price. The […]
Read MoreTelephone answering services like to talk about quality service, but for too many of them quality doesn’t move from words to reality. Yet quality service doesn’t happen by accident. It requires intentionality. Here are some steps that the best medical answering services take to provide quality service: Review Calls A key step in the effort […]
Read MoreLook at your telephone answering service’s website. If it’s like most answering services, it trumpets their commitment to quality. This talk about quality may also come up in their literature, email communication, and even invoices. Yet does your answering service follow-through by providing the quality they talk about? Do they deliver quality service, or do […]
Read MoreIt’s the human beings who staff a call center that make the difference, providing personalized service that callers crave and expect. And since no one is perfect, mistakes do happen from time to time. The question is, how often do mistakes occur? Are errors the exception or the norm? The answer to this question reveals […]
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